Help desks have certainly changed over the years. Thanks to technology, what started as ticketing systems to accommodate customer concerns have now become platforms for customer experience best practices through which companies can improve the overall experience of their clients. However, your ability to leverage these to your advantage is heavily anchored on your knowledge of the industry and the changes that are shaping it.
To help you out, we have prepared a compilation of help desk software facts and statistics. This tackles all the trends you should watch out for ranging from what customers expect from companies to the challenges of implementing various help desk software solutions. Hopefully, with this guide, you are able to find ways on how you can optimize your customer support efforts through 2019 and beyond.
Taking care of customers goes a long way. This is why it comes as no surprise that the help desk software market size has grown exponentially since the technology was introduced. What’s more is investing in customer support now seems to have a bigger and more direct impact to your bottom line than ever before.
Luckily, there are plenty of help desk software providers that offer high-quality SaaS products to help you improve your overall service and meet the expectations of your clientele.
However, you might be wondering, what exactly do consumers expect from your help desk? As you can see below, they want your representatives to be efficient enough in answering their queries but personable enough to engage them. Beyond providing support, your help desk software should improve customer experience.
Getting my issue resolved in a single interaction (regardless of the length of time)%
A knowledgeable customer service representative%
Not having to repeat myself if i'm transfered to a new agent%
Being able to find the information I need without having to contact a support representative%
Source: Microsoft.comDesigned by
Manually handling help desk operations not only eats away a good chunk of your productive hours; it can also have a negative impact on your bottom line. Luckily, there are now plenty of affordable and easy-to-use help desk systems that can optimize your workflow and save you a few bucks as you manage your customer support efforts.
What’s more, by investing in customer experience, you can build better relationships with your customers so that they may continue patronizing your brand for the foreseeable future. This way, you can rest assured knowing you will get a return on your investment in practically no time.
Consumers want to communicate with you. By providing proactive customer support and making it convenient for them to reach you on multiple channels, you will surely be able to keep your clientele happy.
However, you should note that while modern help desk systems may now allow you to consolidate all of your communication platforms in one hub, it doesn’t mean you should manage them all in the same way. As you browse through the statistics below, you’ll see that customers have different expectations depending on their preferred communication channel so finding ways to personalize each interaction is crucial.
Share With Friends Offline%
Share With Friends Online%
Post Again on Social Media%
Contat on Another Channel%
Forget About It%
Source: Sproutsocial.com "The Q3 2017 Social Index"Designed by
Source: HubspotDesigned by
The fast-paced nature of the digital age has made consumers more impatient and demanding. So, best believe that meeting their expectations will be no walk in the park. If you truly want to provide your customers with the kind of support that they want, you will have to go the extra mile in optimizing response times and making sure that your help desk representatives are at the top of their game at all times.
In addition, it pays to have a reliable help desk system at your disposal to optimize your customer support efforts. You should keep in mind, however, that it can be challenging to implement new software solutions as it requires you to understand the ins and outs of the platform and retrain your employees to use it.
IT, Marketing, Sales, and Service systems need to be modernized%
Lack of internal skills to build and implement an end-to-end customer experience%
Difficulty yo create a seamless customer experience across multiple devices%
Help desk manager find it difficult to analyze customer data%
Not all companies have the resources to provide 24/7 customer support%
Source: Avanade.comDesigned by
These help desk software statistics only imply one thing: businesses need to step up their customer support efforts if they want to succeed. However, the internet’s increasing accessibility and the emergence of new communication channels present challenges for the help desk industry.
For starters, customers are becoming more demanding than ever, and they’re not afraid to voice out their opinions about your service. They can easily rate and review your offerings through social media or even on your online marketplace. Meaning, customers can talk about your brand anytime and anywhere. This is why it is more important for you to focus on the quality of support you provide via help desks.
To put it simply, even if you offer the best products and services, customer support is what will take your brand to the next level.
With this in mind, companies should start viewing the customer experience as a strategic initiative in order to keep up with customer expectations instead of considering it just a “part of the operations.” Moreover, you will need to make it easy for customers to reach you whenever they want, so it is important for you to start utilizing multiple channels. You should also be ready to ramp up customer support during seasonal rush.
One way for you to achieve this omnichannel system is to invest in new technologies such as help desk platforms. By simply finding out which one works best for your operations and keeping up with the latest help desk software trends, reaping the benefits that these innovations have to offer should be a piece of cake.
If you have yet to utilize a help desk solution for your company, now is perhaps the best time for you to invest in one. Not only are there plenty of reasonably priced options on the market today; these platforms are also becoming more intuitive and easy to learn. You can start by assessing the different help desk software for small businesses or if you’re a large company help desk software for mid-sized companies and enterprise.
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